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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:

1. Which setup sequence is used to give permissions to an individual to access an application?

A) Navigation set > Profile > Staff Account
B) Profile > Navigation set > Staff Account
C) None. No sequence is required.
D) Staff Account > Profile > Navigation set

2. Which three functions are not part of the math group of functions?

A) ceiling
B) lower
C) to_number
D) round
E) truncate
F) length
G) power
H) floor
I) bitand
J) rand

3. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) Capturing all incident-associated CO data from customers
C) If a contact record exists, loading details from the contact found in the incident workspace
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

4. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Custom process model
B) Business rules
C) Agent scripts
D) Guided assistance
E) Intent guide

5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Configure advanced routing.
C) Select the corresponding pull policy.
D) Select the Pull Chat check box in the chat profile.
E) Enable the engagement engine.

Solutions: